Incident Management

In addition to monitoring IT environments, SysMap’s team can respond to incidents identified, by designating a team of experts.

In this way, the incidents identified during the monitoring process are forwarded to groups of specialists, who will analyze and resolve them according to a previously established catalog of services and SLA.

The catalog of services is specific to each client and includes the main problems and activities related to the IT environment. This catalog also includes data and information which identify the complexity of the activity, average execution time, and the profile of the professional to be designated. Thus, the client knows in advance the average SLA for the resolution of a specific incident.

A special tool registers each and every resolved incident, with details of all phases of the process, time required, and activities performed by the SysMap professional.

In addition to having incidents identified by the monitoring of the IT environment, the client can also request support from a SysMap specialist through the Service Request option.